I may bitch about how Proline's quality of their bodies went downhill, but their customer support is top notch. On Thursday I emailed them about the window mask sheet. Friday I decided to cut the masks myself as per this thread and today (sunday), FedEx delivers a window mask sheet. Although I don't need it now, I'm very grateful. Impressed actually.
I have had nothing but positive reviews for Horizon's customer service until just recently. When assembling the Ryft, we were installing the body panels. It said we should have 11 m1.5 x 6mm screws. We only got 9, but there was a separate bag with what appeared to be two m2 x 8mm screws. So I went to Horizon to see if I could order more, after exhausting all other fast turn around sources for them. Sure enough, they had them for $3.99 plus shipping.
Back story, I bought this kit mid-December for a Christmas present for my kid. I didn't have the money to buy the electronics until a few weeks ago. So we were just assembling this kit a couple weeks ago.
So anyway, I thought I would see if Horizon could send me the screws since the kit seemed to be missing them. I was informed I had just passed the 90 day window to request a return or replacement. I replied back informing the lady of how much money I had dropped on that Christmas order ($700+), then 3 months later placed the $613 order for the electronics for the kit, and that I have always bragged about Horizon's excellent service, up to this point. I also mentioned - for them to be this nit-picky over a $4 bag of screws was pretty damned stupid, and that their perfect rep was now tarnished in my eyes.
But actually as it turns out, the manual I believe has an error. The two longer screws were in fact 1.5mm screws, but with a bigger head for some reason. There were two spots that looked like they accepted a longer screw. So I assume they went there, and I informed the CS agent of the error in the manual and no longer needed the screws anyway. I also sent this, and got this reply.
